Case study analysis of technology and organizational choice at NHSDirect - Essay Example

497). This was done with the help of the system of job rotation that allowed variety to the employees within the limited framework. The setup of the organisation was such that the number of nurses exceeded the number of doctors and the general management of NHS. The case study showed that the nurses had been able to maintain the caring and human aspect of the organisation despite the automation in the processes in which they worked (Steinberg and Baxter, 1998, p. 149). The case also looks into the aspect of the knowledge in various domains in the organisation.

The included the treatment specific clinical knowledge, the occupational knowledge of the doctors as well as the nurses and the managerial knowledge that is required to run the organisation in an efficient manner (Kovach, 1996, p. 120). The organisation had been successful in incorporating creativity, interface and realistic approach in the way how the knowledge was produced through the employees of the organisation. Thus parallel to the technical knowledge that was required for the successful running of the technological processes of the call centre, the nurses ensured that the professional knowledge was also nurtured and the organisation was run based on the human values. . According to the age old theory, people who work under a particular work set up are seen to be influenced by the process because it is the way the organisation would be able to optimise (Taylor, 2007, p. 11). In most of the call centre based services like banking, the employees do not have much liberty and flexibility because most of the work is predetermined by the decision making systems that is set up by the managers.

However, in this particular case of NHS, the nurses did not let the technical aspect dominate the humanitarian facets of the work. Despite working in the call centre set up the nurses decided which patient should be addressed first rather than the frequency of visit of a particular patient. Therefore the entire work set up in NHS took place as per the judgement and discretion of the nurses (Checkoway and Doyle, 1980, p. 17). This was the big idea of the case study that challenged the orthodox theories of the labour process theories.

Answer 3 In NHS Direct Nurses are getting themselves more acquainted with eHealth services which are positive in the healthcare services. EHealth provides interaction between patients and the health service providers in a much improved way. They use ICT-based tool i.e. information and communication technology based tool to assists the patients in diagnosing, prevention, treatment and health monitoring of the management. But it required expertise from the nurses to carry out the operations which they lacked.

A nurse is like a knowledge worker. So they have to be supported for their role. They have to collect the clinical data, then structure it and transform them into information which is to be interpreted with the nurse’s speciality in the